Hastings Direct

Manager

• Own the strategy, setup, and operational management of the Hastings Direct building repair network
• Ensure the network supports customer outcomes, quality, resilience, and commercial performance
• Find, onboard, and develop contractors with appropriate coverage, capacity, capability, and standards
• Support procurement and commercial activity, including contractor selection, requirements, and pricing arrangements
• Lead contractor performance against contractual standards for quality, timeliness, communication, complaints, cost, and customer experience
• Use MI and insights to identify trends, address root causes, and improve cost, quality, cycle time, and customer experience
• Manage budgets, forecasts, repair costs, and supplier performance
• Control spend without compromising customer outcomes
• Lead, coach, and develop colleagues supporting the repair network
• Maintain quality assurance through scope checks, technical reviews, audits, and field inspections
• Ensure contractors and internal processes meet company, contractual, conduct, regulatory, health and safety, and CDM requirements

Building Network Manager

Surveyor

• Provide a customer-focused and cost-effective service through virtual surveying
• Assess customers’ property damage, remediation or replacement needs using in-house software
• Virtually assess the scene of loss or event and gather relevant information
• Document findings and prepare and deliver claim decisions and solutions to customers
• Investigate, manage and report on a varied range of surveyed claims
• Liaise with customers, determine policy cover and conduct legal liability investigations
• Establish loss values and associated costs
• Handle and settle a varied range of incidents via desktop
• Manage claims properly, fairly and with integrity
• Produce reporting on claims management and significant claims trends
• Participate in policy wording and claims handling enhancement working groups
• Contribute to the claims auditing process

Desktop Surveyor – Home Claims

Operations

• Lead a large-scale complaints operation across Retail Insurance and Claims.
• Deliver fair customer outcomes and meet regulatory requirements.
• Drive operational performance and create a culture of continuous improvement.
• Shape complaint strategies and influence broader business improvements.
• Work with Claims, Customer Operations, Risk, Compliance, and Learning & Development to reduce complaint demand and improve customer experience.
• Lead and develop Operational Leaders responsible for complaint-handling operations.
• Ensure effective resource planning and operational capacity management.
• Deliver complaint volume, productivity, quality, and customer outcome targets.
• Drive improvements in complaint resolution, reduce complaint cycle times, and increase first-touch resolution.
• Maintain governance and controls and act as escalation point for complex, high-risk, and high-profile complaints.
• Provide senior operational leadership across Retail Insurance and Claims complaints.
• Identify root causes and partner with Claims and Operational teams to address recurring customer pain points.
• Own operational KPIs, present performance insights and recommendations to senior stakeholders and executive audiences.
• Lead automation, digitisation, simplification, transformation, and new complaint-handling capability initiatives.
• Build partnerships, represent complaints in governance forums and strategic initiatives, and support executive reporting and regulatory engagement.

Senior Complaints Operations Leader

Analytics Engineer

• Transform raw telematics data into high-quality, productionised features for pricing, underwriting, and data science workstreams
• Design, build, and maintain scalable data models and pipelines
• Build and maintain data pipelines processing telematics sensor and driver-behaviour data
• Develop and manage feature pipelines for pricing and modelling use cases
• Transform raw data into clean, reliable, analytics-ready models using SQL and dbt
• Own datasets end-to-end, including testing, reliability, and documentation
• Optimise query and data-model performance in cloud data warehouses
• Support self-service analytics and feature engineering through data products
• Contribute to continuous improvement of the Telematics data ecosystem
• Collaborate with Data Engineers, Analysts, and Data Scientists
• Translate stakeholder requirements into technical solutions
• Work in an agile setup on ad-hoc and strategic initiatives
• Help shape analytics-engineering best practices within telematics

Analytics Engineer – Telematics

Product Manager

• Drive continuous improvement across digital customer journeys for claims
• Own accountability for product/service improvement and agreed customer and commercial outcomes
• Develop data-led insight to support product decisions
• Translate customer insight into cross-functional solutions
• Lead research with customers, colleagues and third parties
• Prioritise the product backlog
• Assess the competitive landscape and wider market factors
• Articulate product performance influences to the wider business
• Facilitate debate and challenge around risks
• Ensure internal governance and regulatory requirements are met
• Own the Claims Digital Estate, including brochureware, FAQs, and help and support content
• Contribute to the wider Digital Contact Strategy
• Collaborate with multidisciplinary teams to improve service outcomes and deliver cost savings

Product Manager – Digital Journeys

Data Analyst

• Analyse risk and pricing data, claims experience, and market trends to uncover insights that shape pricing strategy
• Develop coding and analytical skills in Python, SQL, and Excel to deliver innovative solutions and integrate new data sources
• Identify opportunities to improve profitability and expand competitive footprint through pricing and underwriting adjustments
• Monitor key performance indicators and customer mix using management information and portfolio analysis to drive decisions
• Collaborate with actuarial, underwriting, and commercial teams to deliver actionable insights and support rate change processes from concept to delivery
• Take end-to-end ownership of projects
• Present findings to senior leaders and drive continuous improvement in pricing models
• Participate in a structured Pricing Academy learning and development programme

Pricing, Data & Analytics

• Analyse risk and pricing data, claims experience, and market trends to uncover insights shaping pricing strategy
• Develop coding and analytical skills using Python, SQL, and Excel
• Deliver innovative solutions and integrate new data sources
• Identify opportunities to improve profitability and competitive footprint through pricing and underwriting adjustments
• Monitor key performance indicators and customer mix using management information and portfolio analysis
• Collaborate with actuarial, underwriting, and commercial teams
• Support rate change processes from concept to delivery
• Take end-to-end ownership of projects
• Present findings to senior leaders
• Drive continuous improvement in pricing models
• Complete a structured Pricing Academy learning and development programme

Auditor

• Lead, motivate, and develop a team of Home Claims Auditors
• Ensure delivery of a robust and effective audit function against business objectives
• Complete operational and external audits across Home Claims
• Lead colleagues to achieve successful outcomes and maintain delivery against schedules and SLAs
• Ensure one-to-ones, team meetings, and performance development reviews are completed
• Develop understanding of internal and supplier claims processes, commercial initiatives, best practices, and customer and financial impacts
• Design and develop flexible audit approaches to capture, monitor, and measure performance
• Manage senior stakeholder relationships within suppliers
• Scope, attend, set agendas for, and provide feedback from supplier audits
• Complete and manage onsite and remote risk-based audits across suppliers
• Work with commercial teams, operational management, and Claims leadership to identify remedial actions
• Track and monitor remedial action delivery and take steps to deliver financial benefits
• Manage root cause analysis for systems, controls, and complaints including FOS complaints
• Recommend improvements to reduce justified complaints, increase renewal retention, and comply with FCA regulations

Lead Auditor – Home Claims

Claims Specialist

• Support colleagues through structured onboarding and early development, building confidence and capability in role
• Deliver development sessions, workshops and targeted upskilling activities
• Support colleagues transitioning from learning into the live environment through structured development and guidance
• Identify capability gaps using quality, audit and performance insight
• Help build solutions to address capability issues
• Review and maintain technical learning materials and development resources
• Provide ongoing technical expertise and support across Customer Claims functions
• Contribute to continuous improvement of onboarding, development and upskilling experiences
• Partner with Team Leaders, Operational Leaders and Learning & Development to strengthen technical capability across teams
• Shape future Customer Claims capability and improve colleague success, customer outcomes and functional performance

Technical Specialist – Customer Claims

• Lead and deliver strategic change across Retail Operations and cross-functional programmes
• Drive opportunities across growth, customer experience, operational efficiency, commercial performance, regulatory compliance and colleague engagement
• Identify opportunities, design solutions and embed sustainable improvements supporting the wider retail strategy
• Convert strategic initiatives into actionable transformation plans
• Coordinate end-to-end delivery of change initiatives
• Support the development of Transformation Analysts and Business Readiness Executives
• Partner with senior stakeholders to identify, assess and prioritise transformation opportunities
• Translate business objectives, customer insights, operational performance, regulatory requirements and market trends into sequenced change portfolios and roadmaps
• Own initiatives from discovery and business case development through implementation and benefits realisation
• Manage scope, plans, budgets, risks, dependencies and quality standards
• Use data, operational KPIs, customer feedback and colleague insight to identify improvement opportunities
• Redesign processes, validate solutions and deliver sustainable operational efficiencies
• Lead operational readiness activities covering people, processes, systems, controls, training, communications and performance measures
• Embed changes into business-as-usual operations and track benefits through post-implementation reviews
• Build relationships across Operations, Technology, Compliance and enabling functions
• Influence decision-making, manage change impacts, communicate progress and risks, and build transformation capability
• Maintain governance, reporting, documentation, benefits tracking and risk management while ensuring regulatory compliance and delivery quality

Transformation Manager – Retail Operations

Security Engineer

• Promote reuse to optimise workflow efficiency and reduce duplication
• Guide and coach teams on security engineering practices and process improvements
• Provide leadership and line management to Security Engineers, including performance management, coaching, mentoring and career development
• Build and maintain a high-performing, collaborative and inclusive team
• Reduce manual execution and drive automation
• Establish fast, reliable feedback loops for fail-fast delivery and continuous improvement
• Define and implement security best practices and controls
• Drive collaboration across Scrum Teams and the CIO community
• Lead adoption of practices supporting faster, secure and reliable delivery
• Manage team priorities, resource allocation and capacity planning
• Deliver security initiatives aligned with business objectives

Principal Security Engineer

Data Engineer

• Design, build and support scalable data and AI solutions that enable analytics, automation, and AI-driven business outcomes
• Develop and optimise Snowflake-based data platforms to support reporting, data science, and machine learning workloads
• Create automated, reliable, and observable data pipelines that meet engineering, governance, and security standards
• Collaborate with stakeholders and technical teams to promote best practices in SQL, Python, data modelling, and AI development
• Drive the adoption of AI, machine learning, and generative AI technologies to deliver innovative business solutions
• Continuously improve platform performance, scalability, and operational efficiency while supporting AI governance and MLOps best practices

Data & AI Engineer

Frontend Engineer

• Developing engineers through line management, mentoring, sponsorship, and delivering clear, constructive feedback
• Deployed to the highest-priority business challenges, quickly resolving complex issues
• Providing strategic and technical input to improve project outcomes
• Shaping and improving the delivery pipeline by identifying gaps and leading solutions that increase speed, reliability, and consistency across the SDLC
• Leading the Centre of Excellence for your domain, driving tooling improvements, establishing best practices and controls, and embedding continuous learning
• Championing high standards, linking technical decisions to business impact, and fostering a high-performance engineering culture

Principal Engineer – Front-End

SDET

• Be part of a supportive, collaborative Technology Engineering team within CIO
• Contribute to designing, implementing and maintaining effective test scenarios for high‑quality outcomes
• Work closely with colleagues across multiple disciplines within your Scrum team
• Take an active role in sprint ceremonies such as daily stand‑ups, sprint planning, and sprint retrospectives
• Follow good engineering practices ensuring work meets definitions of ready and done
• Engage with requirements, ask questions, and challenge unclear points to deliver the best outcomes
• Learn, grow, and contribute to a supportive environment where fresh perspectives are valued

Junior Test Automation Engineer

• Provide automation capabilities that support the Scrum Teams to deliver on the Automation Only approach, reducing the percentage of tests that cannot be automated through designing and implementing extensions / adjustments to the Automation Frameworks
• Ensure SCRUM teams apply critical thinking to validate AI-generated outputs, support the testing and continuous improvement of AI-enabled solutions, and help drive the responsible and effective adoption of AI within everyday delivery
• Use AI tools extensively to accelerate the creation, maintenance and optimisation of test automation and test cases while improving quality and efficiency
• Promotes effective human lead AI practices within SCRUM teams
• Create effective prompts and critically evaluate AI-generated outputs, identifying inaccuracies, gaps and improvement opportunities
• Supports colleagues in adopting AI effectively and responsibly
• Contribute to the testing of AI-enabled solutions and ensure that AI tools are used in line with security, privacy, cost and governance requirements
• Stays informed about emerging AI capabilities and recommends improvements to engineering practices
• Identify new opportunities to enhance / extend our test automation capabilities with new and/or updated tooling, supporting the evaluation, decision making, implementation and maintenance of these tools
• Provide capabilities to support the provision of timely and accurate Test Automation MI for all Scrum Teams, which includes quality measures where possible supporting continuous improvement
• Mentoring all direct reports, junior staff, and new joiners to achieve the necessary competencies to progress

Building Network Manager

Desktop Surveyor – Home Claims

Senior Complaints Operations Leader

Analytics Engineer – Telematics

Product Manager – Digital Journeys

Pricing, Data & Analytics

Pricing, Data & Analytics

Lead Auditor – Home Claims

Technical Specialist – Customer Claims

Transformation Manager – Retail Operations

Principal Security Engineer

Data & AI Engineer

Principal Engineer – Front-End

Junior Test Automation Engineer

Principal Test Automation Engineer, Senior Roles